Waldorf Ford, Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
To clarify we were informed yesterday 3/by MVA that the old insurance card information is not valid according to their standards, for registering a car for license platesIt must be the vehicle that is being registered on that insurance card so that the vin numbers matchWe were informed that no insurance was on file for the Ford by Ford representatives yesterdayOnly our previous vehicle was on fileAs a lien holder, they should have been notified by MVAI see that there were many oversights in this situation across the boardI would like to thank Waldorf Ford for accepting some of the responsibility in this confusion and appreciate their dedication to customer satisfactionIn the future I would urge that they clarify to each customer that Ford will not notify insurances of new car purchases and that it is the sole customers responsibility.
Please advise how they intend to reimburse us the $563.50.
Regards,
*** ***

After reviewing this complaint and the details of the transaction, we are a little confused. At the time of the transaction, all of the paperwork was reviewed and signed by *** *** (at the time *** ***). Payments and pricing are reviewed in the finance office before the paperwork
is completed. The contract with the bank is signed and dated by both parties on the deal, and it shows the monthly payment on the contract. We would like to offer *** *** to come in and meet with our General Manager to discuss the details of her transaction and see if there is anything we can do to help. Since the loan was settled over a year ago, we would need updated credit information from *** *** to find out what the best resolution to her situation would be. She can contact the General Manager directly if she wouold prefer at ###-###-####

My experience began with an F-truck EGR Cooler failure that Ford would not repair under warranty after only 40k miles of a previous replacementThe service manager stated that this would be a common occurrence with my only option of an out of pocket repairThe need for a reliable vehicle left me with the only alternative of purchasing a new vehicle due to being told that the failure was expected to re-occur every 40k miles at a cost of $for each occurrenceAlthough the truck needed repair, I was offered an amount allowing me to put $8K down on a new vehicleThe previous truck was a 4WD and regularly used to tow a 5th wheel camperWanting a vehicle with better mileage and better ride, and reliability, Ford recommended a 2wd SLT stating that it would meet my needs with no issues so I purchase the vehicle for $44KI installed a tow hitch myself for an additional $as Ford wanted $for them to installUnfortunately, the first time the vehicle was used to tow the camper, I got stuck times in one day on flat level ground on wet grass prompting me to contact the dealer to see what could be doneThey told me that I could bring the vehicle back for trading to a vehicle that better fit my needsIt was less than days old and only had 2k miles on itThis is where the experience went south and I feel I was taken advantage of and unfairly treatedOnce I got to the dealer, the truck was appraisedTo my shock I was only offered $33k for the vehicle and that included the warranties that were purchasedThey also refused to credit for the hitch that was installedTo my dismay this now left me with a negative equity of more that $10k !! It also left me in a position of owning a vehicle that they recommended that did not meet my needs and what I felt was no choice but to negotiate another deal and a feeling that they knew itAfter approximately hours of them showing me vehicles that they knew I could not afford, I settled for a used truck with 25k miles, upside down by $11k and a little more than upsetAnd still no hitch!
days later upon returning the spare key to the dealer, I noticed the previous "new" truck on the used lotFor sale for an astounding $40.9K$7k more than what they appraised it forSo, long story short is that Waldorf Ford made an estimated $18k profit, I lost $8k equity and I'm in a truck that I'm $11k upside down on as I drove awayAll because FORD would not repair would should have been covered under warranty for an extremely popular failureI feel that I was taken advantage of, unfairly treatedThey say "Let the buyer beware" and I realize that nobody forced me to make the deal that was madeI also realize that dealerships are in the business to make moneyBut not to the point that a dealership would take advantage of the situation as I experienced

I have reviewed the complaint filed
by *** ***. Sometimes it can take longer than usual to
obtain financing for a vehicle. Although
the loan was approved, our company policy is that we do not send the contract
to the bank for funding until all down payment is paid in full. *** *** had a down payment due to
Waldorf Ford in the amount of $250. She
paid the down payment on November 20th. The loan has since been funded and her trade
vehicle paid since the filing of this complaint. We apologize for the delay and the complaint
should be resolved. Please let me know if I can be of further assistance

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: All though it was resolved on or  around December 16, 2014 it should be the dealership policy not to send a customer out with a new car until all things are finalize.  Because if your customer doesn't get the financing than what happens to your trade-in it's sold and your out of the car you bought in for your trade-in.  If these are the practices of this dealership your using the customer for your own gain, and not out help the customer, you should give the opportunity to move on.   So I truly believe that am old and apology.
Regards,
[redacted]

I am sorry to hear that you are having problems with your vehicle and with obtaining a satisfactory resolution through our sales managers.
I would like to arrange a meeting with [redacted] to meet with our General Manger, Department Manager, and the Service Director to find
what...

resolution best suits [redacted]'s needs.  Please feel free to contact me directly or our General manager to find a time that best works for youto com into the dealership.  My direct line is ###-###-#### and my name is [redacted]  Our General Manager, [redacted], can be reached at
###-###-####.

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 Complaint: [redacted]
I am rejecting this response because:It's a lie!  To date I nor my wife have received a letter from Waldorf Ford.  In addition even if Jelani didn't express that we didn't want our credit ran the bottom of the credit application which gives permission to run credit was scratched out.   When [redacted] spoke with Mr. C[redacted] she was told that was normal procedure.  Lastly even after a full month of going back and forth Waldorf Ford STILL chose not to use the approval which was provided and submitted the application in a different way.  Our scores have dropped which has caused us to be denied for other credit offers.   
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:It's almost 3 months later.   The issue is  still NOT resolved.  Inquires are still reporting on Both credit reports.  I have letters from [redacted] (a response from my request to delete) where they said it's the dealerships responsibly to get the inquires removed.  Nothing left to do but move forward with a civil suit.
Regards,
[redacted]

When the vehicle arrived at Waldorf [redacted], it had been towed in.  The vehicle would not start and we used the shirt override button to release the shifter from park in order to push the vehicle into the shop to be diagnosed and repaired.  The WIN midule was replaced, which is located just...

under the shifter assembly in the dash.  The customer notified the dealer of the shifter feeling loose, shortly after pickup.  After lookingat the shifter, it was determined that it would need to be replaced.  We had no way of knowing prior to the repair what tightness the shifter was brought to us, since it had been towed.  The service manager offered to install the part at no charge for the labor, which the cusotmer counter offered that we should pay for the part and let he have it installed elsewhere, which we agreed.  We have ordered the part and when it comes in, we can arrange for Ms. Gravely to have it installed here at no charge.

mso-bidi-theme-font: minor-bidi; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA;">[redacted] brought his 2006 [redacted] 1500 in for service on January 31st,
2015 for a tire rotation and oil & filter change.  For the oil & filter change, we provide a
free multi-point inspection upon every service we perform.  The information we provide to our customer’s
is for their benefit and to keep them educated on the safety conditions and
preventative maintenance their vehicle may require.  During the removal process to rotate the tires,
the wheel play is checked.  There was
excess play internally in the hub bearing, which indicates a worn bearing.  The bearing wear occurs from mileage and age
of the vehicle; it is not a condition the shop can create.  The vehicle was not road tested to verify or
find the issue.  The drivability may not
be obvious to the customer, but may become a safety concern if not
addressed.  The 44 dollars that is
referenced is the $44.95 that was charged for combined labor for the oil change
and tire rotation.  This is for labor only not a “maintenance fee”.  We would be happy to sit down with [redacted]
and fully explain the services that were performed and what was recommended if
he would like to meet with our service manager.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate their timely response.  I would like the entire amount I requested, but I have already put too much time into this issue so their gesture is accepted.  I would like for the letter they will give me to I want to be clear that it will include a detailed list of all the labor hours. I understand the rate they charge, what I don't understand is the labor hours I was charged.  Time to diagnose, time to repair alternator, time to splice wires, etc...  As long as all that is clear and makes sense I will consider the issue satisfactorily closed.  Thank you for your time.
Regards,
[redacted]

After recieving this complaint, our Customer Relations Manager, Dawn L[redacted], contacted [redacted].  He expressed some additional issues with his vehicle.  He has a service appointment for Tuesday of next week.  He is to drop off his vehicle Monday night, and hopefully get the...

oppurtunity to meet with one of the managers to further resolve his issues.  I apologize on behalf of Waldorf Ford for the way [redacted] felt he was treated and hope to give him a better experience when he returns Monday.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  
Almost everything in Waldorf [redacted]'s statement is a lie.  As stated in my complaint, Chris told me that they unhooked a lever under the hood. Chris later had the mechanic, Amos, show me the lever and how they unhooked the lever and pumped it into gear. The fact that they claim they used the override button is clear indication that my gearshift was fully functioning and not broken before it reached them. The override button currently does not work, because the gearshift is broken.  
Also, I declined the offer that Ms D[redacted] offered because it made no sense for me to pay for something I did not break. After thinking about it I called her back and asked if she would be willing to cover the part and I would just have someone else install it for me, to which she agreed.
Regards,
[redacted]

According to the service manager who met with [redacted], he spoke with him in regards to the service ticket in question. Our labor rates and pricing is pulled from our [redacted] pricing structures and not [redacted]. The invoice amount was in line with our [redacted] pricing structure and not excessive. The...

warranty company would determine the amount they are willing to pay back to customer according to the contract he signed with that company. However, we would like to offer a gesture of goodwill and split the amount desired with the customer and reimburse him for $173.86 that he has paid.  We would also like to offer a letter explaining the issue with the alternator that his warranty company declined to help get the remaining balance paid to [redacted] from his warranty company.

Review: WHEN I WENT IN TO CUSTOMER SERVICE I WAS TREATED OS BADLY BY THE LADY NAME NATILEY I ASK TO HAVE ANOTHER SERVICE PARSON AND DID NOT GET ONE SHE TRYED TO GET RED OF ME BY WONTING TO HAND ME MY KEYS AND MY TRUCK WAS NOT FIXED SHE TREATED ME LIKE I WAS NOTHING AND I HAVE GOTEN 3 CAR THERE IN THE LAST 4 YEARS SHE WOUND NOT GIVE ME APONTMENT AND WHEN I GOT THERE DAVE THE SERVICE MANAGER SAD THAT SHE SHOULD HAVE ME A APONTMENT I GAVE HER NO REASON TO TREAT ME THE WAY SHE DID AND I ASKED FOR THE FLOOR MATS FOR MY VEHICES AND DID NOT RESERVE THEM IM A MAN OF GOD AND NEVER BEEN TREATED THIS WAY BEFOR.Desired Settlement: AND I WOOD LIKE TO HAVE THE FLOOR MATS THAT BELONG TO MY TRUCK .

Business

Response:

After recieving this complaint, our Customer Relations Manager, Dawn L[redacted], contacted [redacted]. He expressed some additional issues with his vehicle. He has a service appointment for Tuesday of next week. He is to drop off his vehicle Monday night, and hopefully get the oppurtunity to meet with one of the managers to further resolve his issues. I apologize on behalf of Waldorf Ford for the way [redacted] felt he was treated and hope to give him a better experience when he returns Monday.

Review: I purchased a 2005 Ford F350 in June 2013, within a couple of weeks the brakes and rotors had to be replaced. On Nov 14, I took the truck to Waldorf Ford because the engine overheated while I was driving and blew antifreeze all over the place. I also told them I could smell raw diesel fuel outside the truck. Waldorf Ford had to replace the head gaskets, the heads, the radiator, the glow plug, fuel filters, etc. They kept the truck until Dec 6, (19 days). The very next day, Dec 7, I took the truck back because the heat was only blowing through the top defrost vents and not the front and floor vents. The heat was working fine when I took the truck in on Nov 14th but suspiciously stopped working while it was sitting in their shop for 19 days. They said it was a pump, so I had to put the truck back in the shop on Dec 10. Got it back the same day, the heat seems fine now. On Dec 14th the truck starts shooting white smoke out of the exhaust. On Monday, Dec 16, I called Waldorf Ford they told me not to drive the truck have it towed to the shop which I did. Now they're telling me after they had the truck in the shop for 19 days, took the whole motor apart, that a valve which support cooling the vehicle is leaking and is not covered under my warrantee, so I have to pay over $2500 to have this fixed. I don't understand how this can not be lated to my complaint of the antifreeze shooting out of the bottle all over the place. I've only had this truck for 6 months and have put less than 8,000 miles on it, how can all these additional things happen now after they've torn down the motor and done over $6,000 of repairs. Obviously, Waldorf Ford sold me a a defective vehicle.Desired Settlement: I want Waldorf Ford to buy the truck back from me because everytime they "supposedly" fix something, something else goes wrong within a day or so. I shouldn't have to continue to pay out of my pocket (truck payment, insurance, time off work, transportation back and forth, deductibles,etc.) and suffer because they sold a defective vehicle that they can't even fix.

Business

Response:

I am very sorry to hear about this experience with **. [redacted]'s vehicle. I see where he brought the vehicle into our repair shop, however, I am unable to track down sales records showing that the vehicle was purchased through Waldorf Ford. I believe the vehicle was purchased through another dealership, and **. [redacted] would have to go back to that dealership for a repurchase settlement. We would be willing to find a similar vehicle and trade **. [redacted] out of his current vehicle if he would like.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: The salesperson took advantage of my brother who is hearing impaired and sold him a vehicle that he was not able to afford. My brother informed me & my family of this transaction which he clearly did not understand the sales contract. Upon reviewing the incident the salesperson nor the sales manager can validate how they got a loan finalized without the consent of my brother who was deaf. It appeared that they used unethical & deceptive sales process to sell a vehicle & take advantage of a disabled consumer. When asked about the details, the manager & sales person cannot produce the credit application they stated my brother took. The manager proceeded to cancel the entire transaction in fear of legal ramification our family was considering.Desired Settlement: Change store policy, adhere to ethical sales procedure & transparency during the entire process, my brother deserves a compensation for all the stress he experienced in this situation. The only reason the company reversed the transaction was because of the legal action my family considered as the best option and having the manager full knowledge that this was deceptive practice against a disabled buyer.

Business

Response:

I am requesting additional information. I attempted to search for current customer information, but only come up with a recent purchase in 2009 for a Ford [redacted]. I do not see where we sold a 2013 Ford [redacted] on October 21st, 2013 either. Please provide me with more information, such as a vehicle identification number, so that I may research onto this matter as soon as possible. Thank you.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

Review: On 9/16/2014, I contacted Waldorf [redacted]’s service department and spoke to Chris regarding my 2008 [redacted] (would not start). I suspected the problem was with my WIN (Wireless Ignition Node) module; however, through an internet search I found out there is currently a recall for this particular part on my vehicle (was hoping that was the problem). Chris informed me that there would be a charge to check out my vehicle. Since there would be a charge to diagnose, I asked him to check out other issues I was having with my vehicle (to get an idea of what is going on with my vehicle and the costs associated with fixing). I told him I was having it towed and asked if I could have the tow fee added to my bill with them, he agreed and wrote the ticket.

On 9/17/2014, Chris called me and told me they had a hard time getting my vehicle into the shop and that he could not check the other issues out because the vehicle would not start. He went on to tell me that I did need a new WIN module in order to get the van started and powered on for them to complete the diagnosis. I then asked as to confirm, “So it definitely has nothing to do with the recall?” His answer was “no.” I then asked the cost. Once he gave me the estimate (including my tow fee), I told him to proceed with the WIN repair only, but not to check the other issues if there would be a fee for the diagnostics. At that point everything was great; he even informed me of other issues they found (to include the issues I asked to be looked checked and more); they even allowed my van to stay until I could pay I was a happy customer.

On 9/27/2014, I picked my van up from Waldorf [redacted]. Immediately after leaving, I stopped to the Lowe’s directly across the street, parked and went inside. Upon leaving the store, I put my vehicle in reverse and noticed that the button on my gearshift was stuck so I jiggled it until it popped out. Nothing major I thought and headed home. About an hour and a half after picking up my van I was on my way out again put my van in reverse and as I am backing up I somehow hit the gearshift and the van went from reverse to drive as I was moving. My van has never done that before. As I am driving down to the end of my street, I decide to test my gearshift while driving to see if there really is a problem. I was able to push my gearshift up into neutral while driving; at that point, I knew something was wrong. I called Waldorf [redacted] and spoke to another man. He told me he would leave a message for Chris and for me to bring my vehicle back on Monday.

On Monday, 9/29, 2014, I call Chris as I am in route to them. This time his tone was not as pleasant as before, he proceeds tell me he does not know why that person told me to come in on Monday because they were booked and they he could schedule me for the next day. He then says they only replaced the WIN module and did not touch my gearshift and one has nothing to do with the other. His tone and immediate dismissal upset me so I continue my trip to Waldorf [redacted] to speak with Chris. I walk in and I can see the look of irritation on his face when he sees me, he tells me he has to finish up with his customers and tries to divert me to someone else. I told him I only wanted to only deal with him and that I would wait. We walk to my van, I show him the problem I was having and he again tells me they only worked on the WIN module and that the WIN module was nowhere near my gearshift (LIE!). He tried to tell me the WIN module was under my dash, below the steering wheel. I pull up the a video that shows that the WIN is directly under my gearshift and tell him that I have been on the [redacted] parts website that also shows me that the module is directly under the gearshift. He could only shake his head, as he had no response. His only response was I told you I could schedule you tomorrow and would not charge you fee to look at it. Why charge me for a “comeback” service that one of your mechanics broke? Later that evening I drop my van to them.

Tuesday, 9/30/2014, I get a call from Chris. He confirmed that my gearshift was “broken” and proceeded to quote me the cost of the part. My response to him was, “There was nothing wrong with my gearshift when it came to you all, why would I pay for something you broke?” He then went on to say that the tow truck driver (different company) might have broken it. I told him that I was going to contact the company to find out if they did mess with my gearshift. He did not let me off the phone right way, he then said that because the vehicle is old the part could be worn and offered to have his service manager give me a call to tell me the same thing. I reminded Chris of his statement to me, “it was hard getting your van into the shop” and asked him how they got it in the shop. He put me on hold to talk to a mechanic, when he returned he told me they unhooked a lever under my hood. I told him I would like to speak with the service manager. While waiting for the call from Natalie, the service manager, I called the tow company and my son (my son was present when my van was picked up). My son said the tow truck driver tried to start the car, tried to shift the gear but it did not budge so he put something under my wheels and pulled the van out and then put it on the flatbed. I asked my son if the tow truck driver yanked or pulled on my gearshift, he told me no. In speaking with the tow company I was told the driver has 30 years experience with this and very careful. I believe my son; his description let me know that the tow truck driver did everything properly.

I finally speak to Natalie Dickerson, the service manager. She tells me she has some history of what is going on and goes on to repeat everything Chris said (almost word-for-word) and then offers to cover the labor if I paid for the part. She tries to make it seem like she is doing me a favor by fixing what they broke, telling me that they are willing to cover the $300+ in labor for the job. Why insult me? I told her that I should not have to pay for something I did not break. She then tells me that she does not know if they broke it, and at this point, we are going back and forth. I decide I have had enough. I let her know that I will be contacting someone above her; that is when the conversation ended. After giving it some thought I call Natalie back and ask her if she’d be willing to cover the part and I would just have someone else install it onto my vehicle, she agreed. I do not believe any responsibility should be on me to fix this problem, but I was willing to meet somewhere.

Tuesday, around 4:30pm I arrive at [redacted] and ask Chris to show me the lever they used to shift my van into neutral. He told me he would get the mechanic to show me after I have checked my vehicle out. I go over to the cashier to pick up my vehicle and the cashier tells me I have to pay $159. I tell the cashier there should be no fee; Chris immediately walks over looks at the paperwork and tells me they discounted the part. I tell him no, that was not what Natalie and I agreed on. Chris walks to Natalie’s office and speak with her, comes back to me and is tells me there was a misunderstanding. He tells me that Natalie has to redo the paperwork and the part should take 3-5 days; and that my van would be out soon and the mechanic would show me the lever (I see Natalie hurry past us, never stopping to address me). I mention to Chris that Natalie is avoiding me, and he ignores my statement as if he did not even hear it. I go outside to wait on my van and for the mechanic to show me the lever (the lever is in a tight spot). I ask him if that was easier to go under the hood and pluck with the lever instead of just pushing the override button right beside the gearshift. He said yes. I thanked him and walked back in for my paperwork. I go inside to find Natalie’s door closed and Chris telling me she has left for the day. Why would she leave when she has a customer to deal with? She did not correct the paperwork. Chris told me that he could fax it to me tomorrow. I told him I needed some paperwork in order for me to leave. He printed out the intake paperwork just to get me out of there.

I am completely disgusted with this company. According to Chris, they had no idea what was wrong with my vehicle when it came it because it would not power on, but once you have finished repairs on a vehicle you are to test it out before they give it back to the customer. They did a check on my vehicle and noted repairs that should or need to be repaired (things I was concern about and things I did not request), but nowhere is my gearshift listed as needing repair. I am sure they counting on me either not finding out or finding out too late, and at that point I would have to pay for myself. I am upset that Chris tried to lie to me, hoping I knew nothing and would go along with everything. The worst part is the service manager should have been the one to speak with me. She did everything in her power to not deal with her customer and issue.Desired Settlement: All I want is my gearshift repaired at no charge to me.

Business

Response:

When the vehicle arrived at Waldorf [redacted], it had been towed in. The vehicle would not start and we used the shirt override button to release the shifter from park in order to push the vehicle into the shop to be diagnosed and repaired. The WIN midule was replaced, which is located just under the shifter assembly in the dash. The customer notified the dealer of the shifter feeling loose, shortly after pickup. After lookingat the shifter, it was determined that it would need to be replaced. We had no way of knowing prior to the repair what tightness the shifter was brought to us, since it had been towed. The service manager offered to install the part at no charge for the labor, which the cusotmer counter offered that we should pay for the part and let he have it installed elsewhere, which we agreed. We have ordered the part and when it comes in, we can arrange for Ms. Gravely to have it installed here at no charge.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: I leased a 2013 Ford [redacted] in June 2013. I leased the car for 27,000 I arrived at the ford dealership at 4pm in the afternoon byt the time I did get seen for finance it was about 8:30 PM at night so many banks was closed. Ford dealership explained to me that they will contact me the next business day to give me a lower interest rate and car payment. I had no idea who I was finance through that day I signed for the Ford fusion. So I waited for a good month to see if anyone would contact me regarding the car anf the financial side of it no one did. On July 09, 2013 my car note payment was due. Considering that I though I was finance through Ford dealership I called the gentlemen on the telephone informed me that I was not finance through ford I was finance through [redacted]. I called [redacted] that same day to ask questions about payment information and such. I have been dealing with this high car payment for over a year now I can not get refinance through no company or bank because I am always late on my payments becuase I am not able to afford them. I was speaking on the telephone to [redacted] and to find out that in there records they have only recived 1 payment from me from over a year and a half. When I leased my car it was 27, 000 dollars now I am at 30, 000. I am stressed, depress and I dont know what elses to do. This situation would have never happen to me if someone would have done there job in the beginning when I leased my car. Ford as stuck me with a finance company which I feel that is only not scamming me but taking money from me that I do not have. This has been the worst costomer service I have ever had in my entire life. I am unable to have housing to live in I am a mother of a 4 year old daughter who I can't barely take care of because of this car payment I am stuck with every month. I have tried all my resources to get refinance no one will help me because of this situation and the equity on this car is absolutely is to high.

I need help I hope this explains it allDesired Settlement: My desire outcome is to see if I can get what I was supposed to receive in the beginning fair treatment not bamboozled. Not just for some one to make a commission sale.

If someone would have done there job in the beginning this would have not happen

This was my first Car ever now my credit has dropped tremdously by me trying to get out of this mess

This has hurt my life as a finanicial stuggle and a hardship

Business

Response:

After reviewing this complaint and the details of the transaction, we are a little confused. At the time of the transaction, all of the paperwork was reviewed and signed by [redacted] (at the time [redacted]). Payments and pricing are reviewed in the finance office before the paperwork is completed. The contract with the bank is signed and dated by both parties on the deal, and it shows the monthly payment on the contract. We would like to offer [redacted] to come in and meet with our General Manager to discuss the details of her transaction and see if there is anything we can do to help. Since the loan was settled over a year ago, we would need updated credit information from [redacted] to find out what the best resolution to her situation would be. She can contact the General Manager directly if she wouold prefer at ###-###-####.

Review: On February 07, 2014 we purchased a used 2012 Ford [redacted] 4 Door Sedan from Waldorf Ford at [redacted] in Waldorf, Maryland from Sales Consultant [redacted].

When discussing the vehicle the only items he pointed out were

1) it had been a rental vehicle and

2) when we mentioned we already had a 2008 Ford [redacted] he said the only difference we would notice is this one would hesitate in reverse.

I have to question the integrity of a finance process where the paperwork is already prepared before you go in and options are included without consultation. When we sat down to sign the purchase papers we were handed the forms and told our payments were going to be $650 and to just sign here and here. We were shocked and asked why such a high payment for a used vehicle. She responded it was because of the warranty and gap insurance coverage. We informed her that at no point in time had anyone asked us if we wanted these additional items or given us the opportunity to decline them and at such a high cost we do not want them. If she can not remove them please get the manager.

The manager, [redacted] came back and asked what the problem was and we told him the payment was nowhere near what we expected and we did not want the gap insurance or extended warranty. He asked what we wanted as a payment and we stated we did not want one more than $350. He then sat down at the computer and within a few minutes he had the payment at $354 a month never saying what he did. After signing the paperwork and waiting another hour for the car to be detailed we finally took possession of the vehicle and on the drive home began to suspect there were some series issues with the vehicle.

On February 08, 2014 while my son was driving the vehicle his passenger noticed the so called "trailer hitching" effect and the lurching/bucking the car does. Since they were in Waldorf they stopped by the Waldorf Ford Service Department and spoke to the Assistant Service Manager [redacted] who told them it was normal and gave my son two sheets of paper stapled together that appear to be downloaded from the internet dated 09/27/12 titled "Power Shift 6-Speed Transmission Operating Characteristics". It was basically a general over view of the transmission, its characteristics and some tips. At this time he also offered to do a free diagnostic but thinking the hand out would help clarify how the transmission worked my son declined the diagnostic and they left. However, a few days later the problems with the transmission became progressively worse so on February 11, 2014 my son again went to the Waldorf Ford Service Department and asked **. [redacted] if the offer for the diagnostic was still good. After an hour of waiting he was told that the clutch needed to be replaced under [redacted] and he was sent on his way with no rental vehicle or way home. After getting the vehicle back it drove better for approximately a week and then the symptoms began again with the introduction of a random grinding in the 1st and 2nd gears. My son again went to the Waldorf Ford Service Department this time asking me to accompany him. We spoke with **. [redacted] who told us it was perfectly normal and was characteristic of the DCT and we were sent on our way.

At this point in time we noticed the headliner was unglued and had begun rattling profusely and learned that this too is a Ford [redacted] problem due to the use of an inferior glue. We began to acquire numerous rattles throughout the vehicle that are difficult to pinpoint the origin of and there is a leak in the intake. The DCT goes hot and cold, grinds and bucks with no specific pattern, chokes in traffic, chokes when trying to merge and chokes when yielding. Again we were hearing the grinding so we again went to the Waldorf Ford Dealership but instead of the service department we went to the used car side and spoke to the Used Car Sales Manager [redacted] hoping he could help us.

He seemed sympathetic and asked what we would like him to do. We relayed this has been an ongoing problem since we purchased the vehicle and when we go to the service department we are told it is normal. When we contact the Ford Headquarters they tell us to go the Service Department. There is never any resolution and we are basically stuck with a car we do not feel safe driving. We are hearing the grinding noise and are now having additional mechanical issues with the car. It seems the vehicle could actually be defective. My son is so upset he no longer wants anything to do with the vehicle and wants to return it. At this point [redacted] said before you do that let me have my my best mechanic take a look at the car. We felt this was fair and agreed.

We then brought the vehicle in the next morning at 9am as he told us to and met the mechanic who basically drove the car up Route [redacted] through a few traffic lights then made a right coming back down on [redacted] through several lights and making a left back onto [redacted] coming back in to the Waldorf Ford parking lot. He drove around the parking lot stopping and starting and making turns but when we went back in to the dealership talk to [redacted], Sales Manager ([redacted] was not in) the mechanic told him he did not hear the noise. Yet during the ride both my son and I were in the vehicle and were able to clearly hear the grinding noise.

At this point we were totally frustrated and asked **. [redacted] what options we had.

1) Could the loan be refunded? No payments have been made.

2) Can we trade it back? We've only had it 2 weeks and have not even made the first payment. He said they would have to check their inventory to see what they could do. There would be "negative equity" because of title, taxes, tags & depreciation.

One of the sales consultants [redacted] Randles, suggested we try buying a new car since because of the 2012 we now did not have any money for a down payment. So we chose a 2014 Ford [redacted]. It was a significant downgrade from the 2012 Ford [redacted] and stripped down less comparable features but the price was comparable and we were trying to be flexible. We went over to the new car department and after sitting through the sale pitches for options we were finally taken to the finance person where we then sat with him in his office while he waited for another person to run "the numbers". After sitting like this for over half an hour another gentleman came in and presented what apparently was his idea of a great deal financing wanting us to go from a 16.25% rate with a payment of $346.03 to a 19.99% rate with a payment of close to $700. We also would not receive the full rebates due to Ford Credit not doing the financing something they never mentioned prior to our coming in. I told him this is a terrible financial deal and why would you even think this is a good idea. I am a single parent with one income and all this does is put me in a bad financial situation. He said it was because we are viewed as a high risk loan now because we already have 2 auto loans and there was nothing he could do about it. I said I know my credit is not perfect but it is also not that bad. The recent rash of inquires made by Waldorf Ford and the places they have shopped the loan has lowered my credit score but all the car loans in my file have all been all paid on time with no late payments. He said they only did 2 inquiries and I told him we each have 13 letters at home just from the purchase of the 2012 Ford [redacted] I can bring in to show him. I also now have in my credit file where they put in I work for my bank [redacted] instead of my employer [redacted]. And they entered in my son’s credit file his name as [redacted] instead of [redacted]. Throughout this we felt like he continuously spoke to us like we were is and was trying to force us to take a finance deal that was in no way in our best interests. We tried to explain the situation but he was extremely condescending bordering on rude. After numerous attempts to talk reasonably to him we rejected the offer and walked out of the office. We returned to the used car side and relayed to [redacted] and [redacted] what had transpired.

Several days later after not hearing anything from the dealership we called them and were told they are still looking. I was given the same response that they have to get in just the right vehicle and have not gotten anything in that would work. And they will call us when they do.

I have told the dealership repeatedly we are extremely flexible and would take any type of vehicle within reason even one of lesser value. But keep being told they have to wait until they get in the right vehicle where they could hide the "negative equity". Apparently over the course of 2 weeks the car has depreciated $4000.00

On 03/28/14 after being stalled like this repeatedly we again walked into the dealership and after being told by [redacted] he wasn’t expecting us I told him we have not heard anything from them and something needs to be done about our situation. The payment will be be due on the vehicle April 1 and we have been coming in here since 02/11/14 about the problems with it. He asked what we wanted him to do and I said again both of us are afraid when driving the vehicle and do not want to be in it. I went through the same conversation we have had with him numerous times and he told me I needed to speak with [redacted]. He had just bought a bunch of cars and maybe he had something. And once again [redacted] said he had nothing in the computer and gave us the same story about negative equity in the vehicle because of title, taxes & tags. I said I do not want this vehicle and he made the comment that if they took it back they would have to junk it or wholesale it. Interestingly enough in between speaking to us he held a conversation with the finance person from new cars about a car he had over appraised and because of it "they were going to have to eat" the difference. He then went in to the computer and said based on the blue book he could appraise our car for $12,100. At this point sales consultant, [redacted] came over and joined the conversation about our situation. We told him we have no money to put down because of the situation and Ford will not refund our deposit . We had thought about buying a new car and using the rebates as a down payment since the prices on some of them are comparable to their used cars prices but as they may recall that didn’t work out too well the last time we tried it. [redacted] then told him to take us to new car sales and introduce us to Allan Levitt the Finance Manager saying if anyone can put something together it’s him.

**. [redacted] still had the initial paperwork for the 2014 Ford [redacted] so he took us over and introduced us. We spoke with Allan and explained the situation and he indicated he had a lot of contacts and could speak to them one on one to work something out and would call us by noon tomorrow. When we did not hear from him at noon the next day. We tried calling him and was told he is in a meeting. When I tried reaching him again later I got the switchboard operator who transferred my call which then went directly to his voicemail. After several hours of not hearing back from him I called the sales consultant [redacted] who had introduced us and he said he knew Allan was in a meeting earlier and he himself had given him the papers so he knew he was working on the financing. He would go over there and see what was going on. When he called us back he said Allan had not been able to work anything out. I asked why Allan had not called us and he said Allan said he doesn't like calling people when it's bad news.

It is now 04/18/14 and we have had no further contact from the Waldorf Ford dealership regarding their finding a vehicle for us. At this point in time I do not believe that Waldorf Ford has or ever had any intention of assisting us in resolving the situation. Their lack of communication leads me to believe that by con tinuously giving us the run around and not communicating they had hoped we would eventually tire of it and just give up.

I feel that Waldorf Ford was well aware of the problems with the 2012 Ford [redacted] DCT Transmission when they sold the vehicle to us yet sold it anyway. They had full knowledge of the history of the transmission and its continuous problems and should have divulged this instead of just saying it "hesitates" in reverse.

When we said did not want the vehicle because we felt it was not safe they said they would probably have to "junk or wholesale it" implying they agreed it has problems

If they appraised for $12100 in March how did they come up with price of $16706.94 in February. They told me the car depreciated because of the title, taxes & tags. I could see this if it was a new vehicle as titling it would make it a used vehicle but this was already a used vehicle and we only had it for 2 days when the clutch began acting up.

We were told we are valued customers and they will do everything they can to assist us yet they continuously kept us hanging with no contact from anyone. We had to resort to just stopping in at the dealership when they weren’t expecting us. When we would say we haven’t heard anything from them we are told they haven’t got anything in that will "hide the negative" equity". (All the while in the background you hear their ad "ask one of our management staff for quick resolution.")

The internet is full of websites and blogs dedicated to 2012 Ford [redacted] being plagued with DCT problems

The price of the vehicle seems to have been inflated being sold to us at $16,706.94 on 02/07/14 and then appraising for $12,100 on 03/17/14

Revdex.com has referenced on their site under the car lemon law there is a California lemon law group for cases of people who own the 2010 to 2012 Ford [redacted] & [redacted] with the same transmission problems as our vehicle

There are currently similar lemon law cases forming in Pennsylvania and New Jersey regarding the 2010 to 2012 Ford [redacted] & [redacted]Desired Settlement: 1) Replace the vehicle with one of comparable or greater value with out penalizing us by adding in the so called "negative" equity they have created by waiting so long to assist with the problem and costing us the additional monies or

2) Refund the original loan to CarFinance and refund our down payment and any payments we have made to the company on the vehicle

3) We are still flexible and open to other options but will not consider anything where we are being penalized with "negative equity" on the vehicle" when we came to the dealer 4 days after purchase for repairs and 2 weeks with safety concerns.

Business

Response:

I am sorry to hear that you are having problems with your vehicle and with obtaining a satisfactory resolution through our sales managers. I would like to arrange a meeting with [redacted] to meet with our General Manger, Department Manager, and the Service Director to find what resolution best suits [redacted]'s needs. Please feel free to contact me directly or our General manager to find a time that best works for youto com into the dealership. My direct line is ###-###-#### and my name is [redacted] Our General Manager, [redacted], can be reached at ###-###-####.